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Gigabit speeds... provisioning issue?

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Frequent Visitor

Gigabit speeds... provisioning issue?

We previously had Blast Pro (250/10) and routinely had download speeds up to 330Mbps.  With several more users on the network, we upgraded our modem (self-activated online) and went to Gigabit (online upgrade), however, we continue to see speeds equivalent to what we had before, capped around 330Mbps down/12mbps up. 

 

Modem: Netgear CM1200

Router: Asus AC2900

Cabling: CAT7

Network Adapter(s): Intel I217-V

Account Info: Gigabit (1000/35)

 

Speed tests have been run wired directly to the modem using Xfinity Speed Test and dslreports.com.  Called support and they sent a service tech out.  He said everything looks good, and had no suggestions.  I asked if he could try an Xfinity modem to rule out an issue with ours, although I suspect the brand new hardware is fine, but he claimed that was "complicated" (I assume he didn't have one/didn't want to).

 

To rule out a computer limitation, I tried connecting two wired PCs to the router and simultaneously ran speed tests. As expected, both computers topped out at 165Mbps, exactly half of what seems to be the cap.

 

So the data I have is that everything is perfect: upgraded account, compatible modem, good signals in, good signals at the modem, "blazing fast" speeds according to Xfinity Speed Test... but not the Gigabit speeds I'm paying for.  Is there anything else Xfinity should be able to verify on their end to make sure I'm provisioned correctly???

 

EDIT: Link to screenshot of modem stats as inserting a photo is not working. I don't entirely know how to interpret these.

 

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New Poster

Re: Gigabit speeds... provisioning issue?

hey i have same or similiar issue i just posted about. For me it was the config they use for my xfinity approved 3rd party arris sb8200 modem is bad and is rejected by the modem. So same for me, line is good, netowrk is fine, they charge me for a gig even though my modem rejects their config everytime they push it and my service in reality remains the 300mbs i always had. If you have 3rd party hardware its likely they are just not configuring it correctly for gig service. Now good luck explaining that to support

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New Poster

Re: Gigabit speeds... provisioning issue?

you can check the same by looking at your modem logs, my arris sb8200 modem listens on ip 192.168.100.1 no matter what my internal network range is. i can check logs there and clearly see the failed gigabit config

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New Poster

Re: Gigabit speeds... provisioning issue?

looks like this for me

 

3-25-2020, 12:23:44 Error(4) "SW upgrade Failed after download - Incompatible SW file"
3-25-2020, 12:23:42 Notice(6) "SW Download INIT - Via Config file d11_m_sb8200_gigabit_c01.cm"
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Expert

Re: Gigabit speeds... provisioning issue?


@Taralee324 wrote:

 

we continue to see speeds equivalent to what we had before, capped around 330Mbps down/12mbps up. 


That upload speed shows that the correct config file has not been pushed to / accepted by the modem. Have you tried power-cycling it lately ? Still no joy ? 

Call 1-800-comcast and ask a rep to completely remove the modem from your account and to "re-provision" it from scratch. Also ask them to confirm that the provisioning and account data in their database is correct and complete and that the correct configuration / bootfile for your subscribed to speed tier is being pushed to the modem. Good luck !



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Frequent Visitor

Re: Gigabit speeds... provisioning issue?

The modem has definitely been power cycled many times. Comes back the same every time.

 

I'll have to ask for a call back from Xfinity again... still over 170 in the chat queue.

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Frequent Visitor

Re: Gigabit speeds... provisioning issue?

Seems unlikely I'll get this resolved anytime this month...

 

  • Chat queue counted down from 280 to sub 100, then switched the message to "We are experiencing heavy chat volume, please expect extended wait times" once I started to get hopeful I'd finally get a human.
  • Asking the Xfinity Assistant to schedule a call pops up a window saying "We're having some trouble scheduling your callback".
  • And calling 1-800-Comcast informed me there was a 1hr 30min wait time before transferring me to dead air.

Guess I'll just write myself off as lucky as having any internet for now...  Will definitely be asking for account credit once I can get through to an rep though.

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Expert

Re: Gigabit speeds... provisioning issue?

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. You should get a reply here in your topic. Good luck !

 



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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Official Employee

Re: Gigabit speeds... provisioning issue?

Hi @Taralee324

 

Thank you for using the Xfinity Forums. I can help get your modem reprovisioned so you are receiving the correct speeds. Please send me a private message with your first and last name as it appears on your account? To send a private message, click on "ComcastChe" and then click "send a message."  

 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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